Intake Specialist Intern in Winter Park, Florida at Family First Firm

Job Summary

The Intake Specialist is a key representative of the firm, serving as a critical point of contact for prospective clients. This role is responsible for guiding potential clients through the initial engagement process, assessing and providing solutions for their needs while effectively converting qualified leads into active clients. With a strong focus on communication, relationship-building, and service excellence, the Intake Specialist ensures a seamless and positive client experience that reflects the firm's values and standards.

Job Responsibilities

Client Communication: Maintain consistent communication by promptly responding to inquiries and following up to ensure clients feel informed and supported throughout the client journey.

Initial Consultations: Conduct initial consultations with prospective clients to understand their needs, clearly present how our firm can support them, and guide the conversation toward securing their engagement—ensuring they feel confident, informed, and ready to move forward with our services. Provide continued support throughout the entire sales process and as needed, into their representation to ensure a seamless and reassuring experience from beginning to end.

Pipeline Management: Actively manage and engage with prospective clients across various leads within multiple pipelines and referral sources. This includes initiating follow-up calls, providing updates, answering questions, and identifying opportunities to move the conversation forward.

Educational Resources: Provide clients with marketing materials and business cards to stay informed and empowered with their decision making.

Client Satisfaction: Ensure an exceptional client experience by consistently monitoring engagement and anticipating needs, addressing any concerns with urgency and empathy, and demonstrating a commitment to care, excellence, and personalized support throughout the representation process.

Email Support and Management: Monitor and respond to intake-related emails through the shared email system to ensure timely, organized, and effective communication.

Front Desk Support: Provide front desk coverage and support as needed, including welcoming guests, answering phones, and directing inquiries to the appropriate team members.

Sales Training: Assist in training and coaching the intake team on best practices for consultations, objection handling, and engagement techniques to continuously improve conversion rates and client outcomes.

Team Collaboration: Partner with attorneys, paralegals, case managers, business development and client service staff to align on case strategies and deliver well-rounded, high-quality service to clients.

Additional Duties: Perform other responsibilities as assigned by firm leadership to support departmental operations and organizational objectives.